AireSpring · 22 hours ago
Vice President of Escalations for MSP
United States
Full-time
Remote
Director/Executive
10+ years expAireSpring is a leading provider of Cloud Communications and Managed Security, known for its exceptional customer service. The Vice President of Escalations is responsible for managing complex escalations and ensuring quick resolution of issues affecting customers and partners, while maintaining effective communication and operational discipline.
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Responsibilities
Take ownership of escalated customer and partner issues requiring senior involvement
Drive rapid and disciplined resolution of delivery, service impacting, billing, and carrier related escalations
Set expectations, decision rights, and accountability across all teams involved in escalation response
Engage directly with enterprise customers, partners, and carriers when position level escalation involvement is required
Identify operational and commercial failures contributing to escalations and drive permanent corrective actions
Ensure each escalation produces actionable learnings that strengthen process, system, and training standards
Collaborate closely with Service Delivery, NOC, Billing, MSEs, Service Assurance, Carrier Operations, Engineering, and Sales to eliminate recurring issues
Serve as the senior escalation contact for partners, customers, Channel Managers, and the AireSpring executive team
Deliver concise, accurate communication that reflects position level expectations throughout each escalation
Establish communication standards that eliminate the need for customers, partners, or internal teams to seek repeated updates
Build trust with senior stakeholders through clarity, consistency, and disciplined follow through
Maintain KPIs focused on resolution time, communication quality, customer impact, and recurrence reduction
Provide regular reporting to the COO and CEO with clear insights and forward-looking action plans
Ensure the escalation function operates with enterprise grade discipline and consistency
Oversee the escalation intake and tracking platforms including the Power App escalation system
Ensure workflows follow standardized severity levels, SLAs, and routing logic
Ensure system driven escalation management replaces manual tracking and operational noise
Remove departmental barriers that might otherwise slow or complicate issue resolution
Drive synchronized workstreams during escalations with shared context and aligned priorities
Lead escalation reviews that reinforce speed, structure, and accountability across all involved teams
Qualification
Required
Telecom background with direct experience working with carriers, circuit delivery, provisioning, or NOC environments
Experience in Service Delivery or a comparable operational environment where customer lifecycles, site level workflows, or complex delivery processes were core responsibilities
Ten or more years of operational or leadership experience in telecom, managed services, or similar technical fields
Demonstrated ability to lead complex escalations across multiple departments
Strong operational judgment with the ability to make rapid, credible decisions under pressure
Excellent communication skills suited for position level interaction with customers, partners, CMs, and internal leadership
Ability to diagnose multi layered operational issues and convert findings into actionable systemic improvements
Preferred
Experience with carrier escalation pathways and enterprise customer success models
Familiarity with workflow automation, Power Platform, and structured escalation systems
Leadership experience managing multidisciplinary operational or technical teams
Company
AireSpring
Award-winning provider of Managed Connectivity and Cloud Communications solutions
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Avi Lonstein
CEO
Roy Pereira
Senior Vice President Information Technology
Recent News
2025-08-21
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